Delivering Fantastic Customer Experience: How to Turn Customer Satisfaction Into Customer Relationships
Office Lean: Understanding and Implementing Flow in a Professional and Administrative Environment
Reality, Perception, and Your Company's Workplace Culture: Creating a New Normal for Problem Solving and Change Management
November 13, 2019
If you don’t offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an "OK" experience and get away with it. In today’s hypercompetitive environment, companies can no longer be just B2C or B2B....
October 17, 2019
Struggling to apply Lean effectively in your office environment? Office Lean is a book for anyone who wants to apply Lean better in contexts where the work is both intangible and complex. it explains in simple terms, what Lean is -- and what Lean isn’t -- enabling office professionals to understand...
September 30, 2019
The crucial need to substitute true leadership for bad management practices such as Management By Objectives (MBO) and the use of fear is now well known and was often championed by Dr. W. Edwards Deming. While significant progress has been made, many organizations (especially outside of...
June 10, 2019
Many leaders and managers have led improvement initiatives in a variety of different industry sectors. Most believe that when they begin these efforts, they already have the tools they need in their improvement "backpack." Using these tools, they make substantial improvements to processes in a wide...
Holly A. Duckworth, Andrea Hoffmeier
May 23, 2019
In an age when most business plans extend only to the next quarterly reporting period, the authors of this book propose an audaciously longer view of future planning. Reaching beyond the modern five or ten-year strategic plan, the authors take a cue from Kongo Gumi, a Japanese construction company...
Terra Vanzant Stern, PhD
May 21, 2019
Since the 1980s, Lean and Six Sigma have been used independently to make existing processes better, faster and more cost effective. For almost twenty years, countless companies have embraced the power of blending the two process improvement methodologies. This has resulted in major financial...
May 02, 2019
The manufacturing and service sector needs to resolve a lot of issues relating to products, process and service in everyday operation. Successful resolution depends on the methodology, rigor and systematic implementation techniques. The essential purpose of this book is to impart the necessary...
Boyd L. Summers
April 22, 2019
Driving innovation can reduce costs for companies, institutions, military programs, and successful businesses. Quality is key to successful innovation. Delivery of complex products must have high quality to reduce customer problems and defects. This book explains how to integrate Quality Assurance...
March 22, 2019
ISO 9000 is a comprehensive set of international standards for quality management and quality assurance. These standards ensure that companies effectively document all aspects of their quality management to show transparency and efficiency within all processes. They are not industry specific and...
February 22, 2019
Reality and Perception and Your Company's Workplace Culture presents a demonstrable path for navigating the change-management process from beginning to end while fully detailing its obstacles and its triumphs. The book presents the view of a fictional 100-year old company called...
January 09, 2019
Innovations and consequently future-fitness must form new models and address existing hurdles and new forms of collaborations. They must enable faster innovation cycles and "intelligence mining" by combining open and closed source systems, organic communities, open space techniques and...
Flevy Lasrado, Norhayati Zakaria
January 07, 2019
Underline by the importance of sustainable quality management practices to contemporary organizations, this edited book complies best practice cases of leaders who have initiated and facilitated quality practices in their organizations. The cases highlight how these best practices manifested in...
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